Service Management Help

Service Request Management

Report Description

Prerequisite: This report shows the value for business unit if a ticket caller’s customer value has a parent customer value configured. Business Unit and Parent customer have the same mapping.

Parent customer value can be set here:

Admin->Customer List->Customer -> Parent customer

SLA by Business Unit report displays the SLA report Priority-wise for each customer (you can also specify the Workgroups) for the time period you specified (and Tenant you selected). Under the Resolution tab, the Resolution SLA data is displayed. Under the Response tab, the Response SLA data is displayed.

The graph shows the SLA summary Business Unit-wise. The table shows the SLA summary Priority-wise for Business Units.

When the customer is configured as parent customer through Admin > Customer List > Customer > Parent Customer, Business Unit is displayed as parent customer. Otherwise, for ticket caller customer, Business Unit is displayed as NA.

For example:

Customer ID of Customer A is 456.

Parent customer ID of Customer A is 123.

Customer A has raised the ticket 121223, then Business Unit will be displayed as 123 (parent customer ID) and not the actual customer ID (456) who has raised the ticket.

SLA by Business Unit
Figure: SLA by Business Unit

On the table, click the SR count hyperlink to view the list of SRs for the selected Business Unit, Priority, and SLA status. On the TICKET LIST pop-up page, click the SR ID to view the SR details. For information about viewing reports, see Viewing Reports.

Note

If the parent customer value is not configured, all data will be displayed in the N/A row header.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SR SLA BY BUSINESS UNIT REPORT page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the SLA BY BUSINESS UNIT REPORT.

Report: FILTERS pop-up window
Figure: Report: FILTERS pop-up window

PUSH REPORT

Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.

Release Notes | Installation Guide | Other Documents

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